Responsibilities
- Monitor customer health indicators and escalate potential risks to the Customer Success Manager.
- Support onboarding, adoption, renewal preparation, and expansion activities.
- Assist with renewal readiness by preparing usage reports and customer success summaries.
- Maintain accurate customer records and project updates in Totango and JIRA.
- Prepare customer health reports and internal summaries for the CS team.
- Coordinate with Support and Implementation teams to resolve customer issues.
- Maintain up-to-date internal documentation and customer records.
- Support process improvements that enhance the customer experience.
- Manage the health of small business and tech-touch franchise locations that roll up to enterprise accounts.
- Assist with remediation and operational improvement projects as directed by CS leadership.
Requirements
- High School Diploma or equivalent required.
- Strong project management, organization, and communication skills.
- Ability to manage multiple priorities and meet deadlines in a dynamic environment.
- Experience with CRM systems, project management tools, and Microsoft Office (Excel and PowerPoint).
- Ability to communicate effectively with internal teams and customers.
Nice to Have
- College degree or college coursework preferred.
- Experience in SaaS, IoT, customer support, or call center environments is a plus.
Benefits
- short-term incentive program
- new hire stock award
- paid parental leave
- open (uncapped) PTO
- hybrid work environment
- competitive medical, health & wellbeing and compensation offerings
Team
Structure: tight-knit team
Additional Information
- Candidates must have valid work authorization in the United States at the time of application.
- Visa applications of any kind will not be considered.
